Dear Lesley,
We’d like to thank you for reaching out to us, and to apologise if the level of service you received was not up to the high standards you expected or that we are typically known for providing.
At Trinity Homecare, we have robust processes in place that are intended to avoid the type of problems you have described. Our TrinityConnect system provides high levels of transparency to our clients' family members and representatives (where consent is in place) to enable them to have remote access to care visit records. Further information about this can be obtained at https://www.trinityhomecare.co.uk/about/trinityconnect/
Although we strive to plan for every possible scenario, it is only through feedback such as yours that we may identify when a gap exists within our processes exists.
I can confirm that an investigation into the policies, procedures, training and activities of staff members relating to the case was carried out. I have subsequently been in contact with you again on 4th September to collect further information about this case, and use this to pinpoint and rectify any problems. I can be contacted on 0208 193 4884 if you would like to discuss this further.
Kind regards,
Mike